Customer Support

FlagShip support is free
of charge for the first 6 months(*)
after purchase of the licensed FlagShip version for all registered
users.

(*) Note: The
initial, free support period may vary according to the license type, distribution
channel and the local law. See details below.

How to obtain tech
support

Register your purchased
FlagShip license (Personal, Pro, Demo), if not done yet. It's better to
register it just after the installation, since the free support period
starts on the date of purchase, not on the date of registration. The
registration
form is located
in the /usr/local/FlagShip*/docu/REGCARD ascii file on your Linux computer, or
in C:\Program Files\FlagShip7\ docu\Regcard.txt file for MS-Windows based FlagShip.
You may alternatively
download
an empty form now.

Fill-in and e-mail the
registration form to your local distributor or reseller. You will get local
support directly from there. If no local distributor is established yet,
forward the registration form (best as binary or textual e-mail attachment)
directly to
support@flagship.de

You may prefer to
use the "Support Request Form" when using e-mail or fax. It will
guide you through the important questions to get a soonest reply and to
avoid delays for additional queries. You will find it in the ascii file
/usr/local/FlagShip*/docu/suppreq.doc (or C:\Program Files\FlagShip7\ docu\suppreq.txt
in Windows) or download
the form now.

Send the support
request to the vendor or distributor where you purchased your FlagShip,
he will most likely be able to help you directly. When the local support
is not available, you may contact multisoft directly via
email.
Please only use the English or German language.

We grant free
installation and free qualified technical support for:

License type

Installation
Support

Free Technical
Support for

Support Contract

Basic Support

30 days

6 months

FlagShip PRO

yes

yes

yes

yes

Personal FlagShip

yes

yes

yes

yes

Free Personal FlagShip

yes

yes

yes

FlagShip Eval and Demo version

yes

yes

yes

Upgrade from previous FlagShip version

yes

yes

yes

yes

After the free
support period expires, you may extend this qualified help for
a monthly fee of EUR 38.33only (approx.
US$ 49, minimum 12 months = € 460), with the same or more advantages
as the initial free support period. Contact your dealer or download
the Support
Contract Form now. Alternatively, you may obtain qualified
tech support on a "per-call-basis" which is billed
according to the time spent, in 15 minutes increments by EUR
35. You may obtain 5 or 10 support units in advance (€ 175 or 350).
Contact your dealer or e-mail
support@flagship.de

Even
without support contract, we grant unlimited free basic
support, where your problem is analyzed and if confirmed
as a bug, it
will be fixed for the next FlagShip release. This basic support
however cannot cover qualified help, patches, and/or suggestions,
covered otherwise by the standard support. For this basic support,
please use the support
request form and e-mail it to bugs@flagship.de,
see also "Reporting Bugs" below.

But before calling for
support, please

Check if you are using
the latest version by invoking "FlagShip -version" and Whats'new.
Updates for the same main release are for free.

Check the
FlagShip
manual first (invoke via icon on the Windows desktop, or enter "fsman" in
Linux). The most important sections are REL (release notes), FSC, SYS and LNG.
You may use the "search" option
of the on-line manual (see "man fsman" in Linux ) or the index of the
printed manual. The release notes are also available in the plain ascii file
located in .../manual/relnotes.asc on your computer and in html format
on the CD-ROM.

Also check the tech
FAQ, containing the frequently asked questions from the tech support
department. Your question will probably already be answered there.

Reporting bugs and improvements

Generally, we always appreciate your feedback, regardless you have
or have not the support contract. We invest many effort in extensive testing
of all the available features - but nobody is perfect
so far.

When you feel you have detected a bug in FlagShip, please check the manual
first, if this is not an expected and documented behavior. Check especially
the CMD and FUN reference as well as sections LNG, SYS and REL. You
may also use the "search" option of the on-line manual or the index in the printed
manual.

Also check
the Tech FAQ,
containing the frequently asked questions from the tech support department.
Your question or incompatibility is probably already reported there.

Please preferably use the "Support Request Form" to report the bug or improvement.
You will find it in the ascii file /usr/local/FlagShip*/docu/suppreq.doc or download
the form now. Pass your bug report (together with the attachment) directly to
bugs@flagship.de.
Please do not attach MS-Word documents nor graphic images. Thank you.

Please
hold the forwarded examples and the data small and use gzip-ped
tar (or a zip archive on Windows systems) containing all sources
and required data (e.g. "tar cvzf myproblem.tgz
mysrc*.prg mydata*.db? myhead*.{ch,fh} ...")
as binary attachment to your e-mail. Add a note how you compile and
execute. Do not forward executables nor index files (the example should
create indices automatically if required). Privacy note: Your
source and data will of course be hold confidential and used for testing
purposes only. All your data will be deleted thereafter.

Last updated: 22-Sep-2011

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